Manager, Operational Insights

As America's Un-carrier, T-Mobile US, Inc. (NYSE: TMUS) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company's advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Wash., T-Mobile US operates its flagship brands, T-Mobile and MetroPCS. It currently serves approximately 58 million wireless subscribers and provides products and services through 70,000 points of distribution.This Position is Located at T-Mobile's Corporate Offices in Bellevue, WA

The Operational Insights Manager is responsible for supporting the Customer Service Call Center Operations organization's continuous improvement initiatives utilizing a broad range of data sources, analytical methods, and business approaches to deliver actionable recommendations to executive sponsors. Having wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways. Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results. Networks with key contacts outside own area of expertise. Determines methods and procedures on new assignments and may act as team lead. Provide analytical support (including analytical systems development) by dissecting and structuring a wide range of complex business problems, extracting and analyzing data from a variety of sources, utilizing facts/data to derive a conclusion, and constructing presentations that distill complex analytical findings into communications that are intended to inform and influence decisions related to policy, procedure, and business practices. Responsible for identifying operational opportunities to improve customer experience and reduce cost to serve, initiating and leading cross-functional projects to drive continuous improvement and creating models and processes to measure and communicate improvement. Manages a small team of analysts. Typically requires a minimum of 8 years of related experience.
Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management,resultsfocus and inspirational leadership.

Essential Functions

• Develop analysis plan and execute them independently for moderate projects
• Guide querying data from relational databases (Teradata, MS SQL server). Demonstrate strong competency and comfort working with and analyzing large sets of data.
• Lead data mining,analysisand modeling to drive business insights
• Manage data validation and data cleansing
• Develop/Deliver executive level presentations
• Present complex and customized analytical findings
• Manage ongoing operational support
• Manage operational reporting
• Contribute to continuous improvement initiatives
• Manage a small team of analysts
• Partner closely with Operations leadership

T-Mobile USA, Inc is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability or protected veteran status, or any other status or characteristic protected by federal, state, or local law.